Customer Service: Outstanding People Care

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Reasonable people know mistakes happen. How do I know this to be true? Examples like the one below. This is a story of a vendor solving a problem that the vendor itself created — and yet the customer is still “wowed.” It’s not rocket science — people just want to work with people who … care.

Nancy’s Story

John, when we place an order with a supplier using their automated purchasing system, the pricing is quoted by them and approved by us seamlessly. A couple of days later, we receive emails from the vendor informing us the product has been shipped and providing an ETA. It’s all very slick.

Recently, several days after I placed three orders, the usual emails had not been received. Upon checking, I discovered no materials were en route.

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199 WORDS: The Simplicity of Being Outstanding!

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Is providing outstanding customer service complicated? Let’s hear from Antonio, reader of Outstanding!

John, we gutted and remodeled our kitchen. Almost complete, it looked amazing! We only needed a backsplash. Our in-demand contractor said he could do the install the next weekend.

We found the perfect tile online at Home Depot. However, arriving at the store to purchase it, we learned the product in stock didn’t match the computer inventory.

Two cartons short! And we had a deadline.

That’s when department manager, Jake, really impressed. He could’ve said, “Sorry.” Instead —

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Diet Coke or Diet Dr. Pepper—It’s All QBQ! Service

Readers of the QBQ! book have sent us many great customer service stories. They do this when they experience a moment that brings them right back to the book’s content, specifically Chapter One titled, “A Picture of Personal Accountability.” This is where Jacob, my server at the Rockbottom Restaurant, sent his manager to grab me a Diet Coke from a nearby grocery store. I was more than delighted!

Oh, you don’t know that story? Well, pick up a QBQ! book today! 😎

Meanwhile, here is the most recent story to come to us. Enjoy!

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Outstanding Organizations Know It’s NEVER About The Pickle

Outstanding! 47 Ways To Make Your Organization Exceptional

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This organization with more than 2,630 stores is very likely outstanding, but on this day, a franchise owner and his manager were not. Read on …

– – – – – – – – –

My 29-year-old son, Michael, and I met at a sub sandwich shop down the street. A handy location for us bothand now our former favorite place to eat.

It was never about the pickle.

After interacting with a friendly cashier, we got our sandwiches and sat down. When Michael realized we’d not received our sliced half-pickle, he said to the counter guy, “Excuse me, we ordered a pickle and didn’t get it.” His response?

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Crucial Question: When is a customer an inconvenience?

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The Philosophy

In Flipping the Switch (the companion to the QBQ! book), we write this:

“Organizations don’t serve people, individuals serve people. In the customers’ eyes the institution is only as good as the person they are interacting with at that moment. In other words, the individual is the organization.”

The Set-up

Though I was driving farm tractors and pick-up trucks by age 13, not to mention replacing my 1970 Plymouth Valiant’s water pump and radiator at 20, I’ve never felt super comfortable in auto parts stores. I’m probably not alone.

If there is ever a time to help me feel welcome, it’s in an auto parts store.

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